Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Dec 03, 2023 I bought a ******** Edge 2023 phone from motorola.com. The phone had a trade-in offer. The web site accepted my trade-in request for ************* phone, and gave me $15 discount. The trade-in confirmation # is ***********. The trade-in was handled by Phobio LLC, which sent me a prepaid box. I followed their instruction to reset the phone and mailed it back to Phobio. My trade-in phone was in good condition. Phobio received the phone on Dec 28, 2023, but immediately rejected the trade-in. They returned my phone and charged my $16.53 ($15+tax). Their website for this trade-in does not show any reason for the rejection (see the attached screenshot). I submitted a request on their website asking for an explanation, but did not receive any reply.I request to get a prepaid box to send back the phone again, and get refund of $16.53.

  

  Business Response

  Date: 01/11/2024

  Hello Yue. With ********** trade-in program, customers must send in their trade-in phone before their 21-day trade period deadline. This period is set by ******** based on when the order was placed. Phobio does not have access to orders, only the date in which the trade expires. Unfortunately, it was not received by the expiration date and ******** canceled the trade. When this happens, we are instructed to ship back the trade-in phone if it is received after the trade has canceled. Please review the full terms of the program to ensure they were adhered to at ***************************************************************;

  Customer Answer

  Date: 01/11/2024

   
  Thanks for explaining the reason for rejecting the trade-in. Phobio should have put that on their website. After learning the reason, I don't blame ******* for the rejection. Because the trade in process uses *** Ground for shipping, the shipping process is very slow. The limit of 21 days is too tight. I think ******** should update their policy.,
  

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my ****** Pixel 6 Pro into Phobio, but upon inspection they said I sent in a ******* Galaxy A14. After contacting support, they said they would not send back the wrong phone and I could ignore the emails saying the phone would be sent back.I sent the **** number of my Pixel 6 Pro, and they said they had no records of it and that I sent them a Galaxy. At this point, there's only two possible things that happened:1) I'm a liar and I did send in the wrong cheaper phone to try to get more money. This is a dumb thing, because it would never work when Phobio actually inspects.2) A bad actor at Phobio is taking cheap phones and swapping them for nicer more expensive phones to resale them themselves to make a buck.Then while I'm waiting to hear back, Phobio sends me back the wrong phone. Finally, support responds after they've already sent me back the wrong phone saying they don't believe me. I ask to escalate the issue, but then support won't respond to my emails. So now I'm out over a hundred dollars and have a phone that's not mine. It was a very rude process and insulting to be implied a liar. How dumb would I have to be to send in a cheaper phone in hopes that Phobio wouldn't notice. I'll never do a phone trade in again. The consumer has very little power to prove they sent in what they sent in. I have my **** number, my original phone box, receipt, but nothing will work. It's a terrible way to treat a customer.

  

  Business Response

  Date: 01/11/2024

  Hello *****. After a thorough investigation, we did not find the **** you provided. Each device sent to us for inspection is kept with the package it came in throughout the inspection. Unfortunately, in this case, we had no record of a different phone being sent to us, only the phone inside the packaging for your trade. Whenever a trade is not accepted, we must return that device to the customer. There is only the evidence we presented, and we opened an investigation based on your claim that we switched out your phone. We're sorry, but a refund can not be made based on the evidence we've gathered. 

• Initial Complaint

  Date:12/18/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent my device into **********************. After their inspection, I decided to NOT accept their offer and requested the return of my computer. They sent the computer back to me; however, the DID NOT include the *********** adapter I had sent in with the device. Their website CLEARLY STATES that power adapters are returned when a return is initiated. The online support has not been helpful in the least, and I have not been able to get my device--which is now stolen by them--back. Name: ************************* Email: ********************** Phone: *************** Trade Number: ***********

  

  Business Response

  Date: 12/19/2023

  Hello ***, 
  We're disappointed you feel we've stolen your computer and power adapter. Unfortunately, we could not accept your trade as your computer would not power on. The trade value was revised to reflect its ineligibility. We returned your computer on 12/13 but failed to include your power adapter. We are working on sending your adapter to you overnight. Please forgive us for this oversight. 

  Customer Answer

  Date: 12/19/2023

   
  Better Business Bureau:
  
  I appreciate the prompt response in this matter. I will still note that I have yet to receive any confirmation that the adapter has been shipped back to me. Given the response to this inquiry, though, I am hopeful that the company will promptly ship back the item. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me at this time.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/08/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sent an iPhone in to them for trade-in through ******** site. Phobio acknowledges that they received the phone on 11/07/2023 and inspected it. They found it was good and promised to send a $525 gift card on 11/13/2023. The only support system with the trade-in dashboard, has been said processing payment since then. I have repeatedly contacted them through that dashboard, but got no response! Contacted ******, and they told ****** I had never emailed them....no email option on their website...just the dashboard. Here is the confirmation number ***********.

  

  Business Response

  Date: 12/11/2023

  Hello ***********. Our support email can be found on our automated email updates where you can get in touch with us directly. Unfortunately, we have no records of any contact via the Trade Dashboard page. Luckily, we were able to provide information on how to obtain your digital payment since it was already emailed to you. If you need to get in touch with us, please email **********************************. 

• Initial Complaint

  Date:11/21/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They offered a trade in for new phone purchase. I agreed to send in my old phone as part of promotion. Once they finally received the phone, say there is a defect in the charging port. I have been using this phone daily , as it was functional, now I'm being told it doesn't work after arrival with them, sending me a photo of the port.

  

  Business Response

  Date: 11/22/2023

  Hello *******, 

  One of the first things we do when receiving devices for trade-in, is to plug them into known good chargers to make sure it stays powered on throughout the inspection process. You can view our complete inspection process online at ************************************************. Unfortunately, after trying different chargers, we found there was an issue with the charging port. We're unable to offer the quoted trade value on any power related issues. 

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20903439
  
  I am rejecting this response because: i was using this phone as my only phone to communicate with. while waiting on the new phone to arrive and do the data transfer between the phones, i find it highly suspect that i was able to accomplish these actions with a chargeless phone. either there was an issue during shipping or at their facility while waiting to perform the test or the results are bogus. the phone transfer took 5 hrs through bluetooth. this just seems really convenient. also i would not have purchased this phone without the trade in, as well as making the purchase of the phone on said malfunctioning device.
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 11/22/2023

  The phone either does not charge when plugged in or does not transmit data through its data port. We can not accept any devices if the charging cord needs to be held a certain way to hold a charge. If this were to happen in transit, there would be significant physical damage to the housing. Unfortunately, with our findings, we can not accept this phone for trade-in. 

  Customer Answer

  Date: 11/22/2023

   
  Complaint: 20903439
  
  I am rejecting this response because: this is a joke. the phone has no physical defects other than this, so called, highly suspect, claim. really disappionted and susprisingly unshocked by this issue. i would be insterested to see their books to see where the profit is made in rejecting phones and recycling them. reddit is full.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:11/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have made several attempts to contact Phobio in regards to two credits never received for two Apple device trade-ins.The confirmation numbers for the two trade ins are as follows:30826723667 - $180 *********** - $570 While these were completed in 2020 and 2018 respectively, I had intended to keep the credits until ready to make my new computer purchase which is now at this time. I am unable to locate any Apple credits received in association with these trade-ins and request that they are resent. I was originally assured that these credits will never expire and they have never been used. I have attempted to contact ****************** as well as this was referenced at the company you use to provide these credits but they too have sent me your way. I have spent 3 hours on the phone with Apple this week as well as 2 hours in-person in the store. They do not have access to your database and therefore can not assist me. We attempted contacting Phobio while in the store and once again, there is no one in the company who we are able to get a direct connection with.

  

  Business Response

  Date: 12/04/2023

  Hello ****** You're absolutely correct! Apple Gift Cards never expire. The payment emails that includes Apple Gift Cards do expire over time for the customer's protection and security reasons. Phobio issues the payments, but it is the customer's responsibility to document their gift card details for future use especially if it has been more than two years ago. You've made only one contact to our support team regarding payments for two trades (please see attachment). One payment was originally sent to you and claimed (please see the attachment) and we acted on good faith and supplied a gift card for the second trade we never received. As you know, we no longer offer phone support and our email response time is two business days. If two business days has passed, please contact our Director of Customer Support at ***************************************************************************************************************. 

• Initial Complaint

  Date:10/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In 2020 I traded my previous iPhone to Apple as part of their iPhone Trade-In program. Apple partnered with Phobio to manage this trade-in process. After my iPhone was accepted for trade-in I received an email with an Apple Gift Card. As is widely made public Apple Gift Cards do NOT expire. When I opened this link today to use this gift card I was met with a message saying the reward expired. I tired contacting Phobio about this and they have failed to take action. I contacted their partner virtualrewardcenter.com who defers to Phobio as the program sponsor. Furthermore Phobio told me that the link expired in one year and that it was up to me to redeem the gift card. Nowhere in the email which includes my payment for my trade-in (which Phobio calls a reward) does it specify that the link will expire or that I have to redeem it in a year. Again it is common knowledge that Apple Gift Cards do not expire. I request immediate payment of $ ***** to satisfy this transaction. Otherwise I deem it theft and deceit on the part of Phobio and its partner virtualrewardcenter.com.

  

  Business Response

  Date: 11/02/2023

  Hello ****. You're correct, Apple Gift Cards never expire. We're sorry you did not have a record of your Apple Gift Card after it was emailed to you in 2020. For security reasons and for the protection of the customer, the original payment email expires after some time. For most customers, they don't use their gift card right away and will document their card details for future use. Our support team has responded to you and will continue to work with our payment provider to see if we can get you access to your gift card again. 

  Customer Answer

  Date: 11/05/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Phobio was able to work with their partner and I had the link to the Apple Gift Card in question extended. Thank you.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in a Macbook as a trade in to get a ****** gift card. *** lost the package and Phobio started up a claim. *** paid for them for the lost item but they're refusing to send me the gift card I was promised. I used their prepaid label that was sent to me too.

  

  Business Response

  Date: 06/06/2023

  Hello ****, 

  We understood from you that your package was lost while in transit. Luckily, we insure all devices that are sent to ** for trade-in. Knowing this, our procedure is to file a claim with the shipping courier to further investigate these claims. Unfortunately, after the investigation, they did not find sufficient evidence to approve the claim and advised to contact the shipper for more information. Please provide us or the shipping courier more information on how your device was shipped. 

• Initial Complaint

  Date:05/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a MacBook trade-in with a $255 value, and the confirmation # is #***********. However, I have not received any ****** store card after the payment processing day, almost a month and a half ago.

  

  Business Response

  Date: 05/16/2023

  Hello Muyun, 

   

  We have responded to your email regarding your payment and how to obtain your card details. Please see the attached screenshot. If you need additional assistance, please let us know. 

   

  Best regards, 

• Initial Complaint

  Date:04/27/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in a perfect condition computer(iMac 2021 model) via *** with Phobia furnished box for trade-in to Phobio for $450 ****** gift card. I received an email notification saying my computer's value has decreased to $90! Then I saw a picture of my computer with a corner damaged and crack going across the front of computer. I got my computer back and it looks like someone dropped it. The original shipping box looks fine. And the damage was on the bottom corner across...Phobio told me they will help me file a claim to ***. They said there's insurance coverage on the shipment. (which I still doubt it happened during the shipment...) However, they haven't helped me with anything! I am stuck with a computer that's damaged and not worth much.

  

  Business Response

  Date: 05/01/2023

  Hello ********, 

  We've responded to your message via Support on next steps to resolve your case. Please reply back to that email if further assistance is needed. 

  Thank you!